Specialist - Application Operations Support (L2) Live Nation Entertainment
Rolling Meadows, IL

Job Description

Job Summary:

Who we are.

We're fans who help fans everywhere get in to the live events they love. A proud division of Live Nation Entertainment, Ticketmaster has changed the way the world connects with their favorite artists, teams, and shows, and we continue to shape innovation every day. We're not just selling tickets (though we do that better than anyone else), we're enriching lives one amazing experience at a time. And we think that's pretty amazing. If you're passionate about the magic of live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.

Why you should work with us.

Our biggest investment is in our people. We offer comprehensive health benefits and 401k matching, student loan assistance, plus career-boosting opportunities like tuition reimbursement and targeted development sessions to help all eligible employees thrive. At Ticketmaster, expect the fast-paced excitement of a startup with the rock-solid support from an industry leader - with plenty of ticket perks on the side.

See what it's like working at Ticketmaster.

The Role.

The role is a critical member in the day-to-day support of our broker point-of-sale and other resale tool applications that touch both web and mobile instances. Examples of day-to-day support may include:

* The role is a critical member in the day-to-day support of our broker point-of-sale and other resale tool applications that touch both web and mobile instances.
* Work with Techops and Product teams to improve the escalation processes and reduce escalations going from level 1 to development.
* Provide technical training to our level 1 support team.
* Participate in product meetings and work directly with developers on the most complex of issues helping find the root cause of an issue.
* Ensure our Salesforce data for specific product(s) is current, including case classifications, product enablement and work with operation team members to ensure accuracy.
* Utilize Salesforce reporting to pinpoint support trends and needs.
* Responsible for communicating product knowledge to the Product Support team and the field by working with management on the technical aspects of complex problems potentially impacting multiple clients.
* Take lead on special projects for a specific product(s), such as driving upgrades and data analysis.
* Anticipate and document support needs of new features.
* Assist with business disruptions by running point with TOC as a Product Support representative and communication user experience of disruptions to disruption owners.
* Be a proponent of Salesforce use and communicate its value to your counterparts across the organization
* Available for on-call nights and weekends on a rotating basis.

What a qualified candidate should possess:

* Bachelor's Degree or relevant work experience.
* 1 - 5 years of relevant experience in a customer facing, technical software/applications support role.
* Application Programming Interface (API) support experience
* SQL experience developing and modifying queries
* Experience working with logging tools such as Kibana and Splunk
* Support experience in a Microsoft Development Environment
* Outstanding customer service and communication skills.
* Interest in technology and aptitude to learn new tech quickly.
* Outstanding troubleshooting, analytical, and problem-solving abilities, along with an ability to collaborate cross-functionally in a fast-paced start-up environment.
* Available for on-call nights and weekends on a rotating basis.

Equal Employment Opportunity

Ticketmaster strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation.

We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, for applicants in Los Angeles, California, and consistent with applicable laws in other areas.

Hiring Practices

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Ticketmaster recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Ticketmaster may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms.